Workforce - Planning Supervisor

IntouchCX; Manila; On-site; PHP 446,400 - 669,600; Full time

Job summary

IntouchCX is hiring a Planning Supervisor in Manila to oversee a team of Workforce Analysts and Specialists. The successful candidate will manage team performance and contribute to operational excellence through strategic planning and resource management.

The role requires strong organizational skills, analytical capability, and experience with Workforce Management systems. Applicants must possess a post-secondary degree in Business Administration or equivalent, along with expertise in Microsoft Excel and interpersonal communication.

Qualifications

• Bachelor's or equivalent in Business Administration or related field.
• Experience in Workforce Management systems is a plus.
• Knowledge of contact center operations and efficiency.

Responsibilities

• Direct and manage a team of Workforce Analysts and Specialists.
• Evaluate forecasting and update resource scheduling.
• Ensure accurate employee data and operational efficiency.

Skills

Workforce Management systems

Microsoft Excel

Analytical skills

Interpersonal skills

Organizational skills

Education

Post-secondary degree or certificate in Business Administration

Job description

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About The Job

We are looking for a Planning Supervisor who will direct, manage and supervise a team of Workforce Analysts and Specialists. The ideal candidate will be responsible for the team’s performance and development, and will ensure that team members are focused on delivery of company goals and client operational excellence.

Responsibilities

• Identify customer contact trends to ensure appropriate resources are utilized
• Recommend procedural and operational guideline changes to improve communications and operational efficiency
• Ensure employee information is accurately entered and maintained on an ongoing basis
• Update parameters within the Workforce Management system to ensure efficient scheduling of resources to meet service level productivity goals
• Evaluate forecasting and capacity models to give recommendations for long term staffing needs
• Provide clear communication of the forecasted workload, changes, assumptions and inputs
• Escalate discrepancies in data to management with recommendations for action
• Advise on potential opportunities or hazards that affect the ability to meet strategic goals
• Ensure trackers related to headcount, absenteeism, etc are constantly reviewed and updated
• Respond to changes in the plan in a timely and accurate manner to ensure proper staffing levels are maintained
• Coordinate and collaborate with operations and other departments to ensure production environment is running smoothly
• Participate in daily and weekly meetings that require workforce involvement
• Perform other duties as assigned

Qualifications / You Have

• A post-secondary degree or certificate with a focus in Business Administration (a combination of work experience and education will be considered)
• Experience with Workforce Management systems is an asset
• Knowledge of contact center operations, functions and business processes
• Advanced knowledge of Microsoft Excel
• Strong technical, analytical and problem-solving skills
• Superior attention to detail with an eye for accuracy
• Effectively interact with employees at all levels and people from diverse backgrounds
• The ability to adapt to change in an innovative and fast-paced environment
• Strong organizational skills and the ability to follow through on projects
• Demonstrated interpersonal and communication skills
• The ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
• The ability to plan and monitor for results